Knowledge management, customer relationship management and innovation capabilities
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 2 July 2020
Issue publication date: 12 January 2021
Abstract
Purpose
The purpose of this study is to introduce a unified framework, which integrates knowledge management (KM) (knowledge acquisition, diffusion and application, knowledge from a customer, knowledge about customers and knowledge for customers), customer relationship management (CRM) success (information sharing, customer involvement, long-term partnership, joint-problem solving and technology-based CRM) and innovation capabilities (ICs) (product innovation, process innovation, marketing innovation, service innovation and administrative innovation). Then empirically test the effect of KM on CRM success, the effect of CRM success on IC and the impact of KM on IC through the mediator.
Design/methodology/approach
Statistical techniques used included confirmatory factor analysis and structural equation modeling using AMOS to test the hypotheses.
Findings
The results show that KM influences CRM success, which, in turn, affects IC and KM impacts IC through CRM success.
Research limitations/implications
The study uses data provided by only one key informant per firm, which could involve a degree of subjectivity. This study is cross-sectional, which prevents us from examining the evolution over time of the phenomenon under investigation.
Practical implications
If organizations fully comprehend KM and CRM, they would be able to implement them successfully, creating value for their companies and fostering IC.
Originality/value
The existing research on CRM and KM is primarily conceptual and descriptive in nature and empirical research confirming the real impact of KM processes when developing a CRM innovation is lacking. The relationship between ICs and CRM has not been adequately studied. Hence, this study introduces a conceptual framework, which integrates KM, CRM, ICs and empirically tests the relationships among them.
Keywords
Acknowledgements
The author would like to express his deep gratitude to the editor of this journal as well as to the reviewers of the manuscript. Thank you all so much, I highly appreciate your time and effort.
Citation
Migdadi, M.M. (2021), "Knowledge management, customer relationship management and innovation capabilities", Journal of Business & Industrial Marketing, Vol. 36 No. 1, pp. 111-124. https://doi.org/10.1108/JBIM-12-2019-0504
Publisher
:Emerald Publishing Limited
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